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Xometry is seeking a dedicated Case Manager to join our team. If you thrive in a fast-paced environment, love solving supply chain challenges, and have a passion for exceptional customer service, this role is for you! Join our dynamic team and help drive efficiency, quality, and innovation in manufacturing. As a Case Manager, you will be part of a fast-moving team of technical professionals who solve supply chain problems for customized parts.
Job Responsibility:
Take actions to improve on time delivery, quality, and customer satisfaction
Track and monitor the progress of numerous customer orders and partner jobs
Provide excellent customer and partner service by building relationships, creating partnerships, and by providing frequent and timely customer interactions on order updates
Apply first-hand technical knowledge (or leverage other subject matter experts) on manufacturing design and production to ensure jobs are delivered on time
Understand supplier capabilities and execute supplier oversight activities, which include frequent phone assessments, detailed schedule creation, quality reviews, and supplier corrective actions
Assess the impact of manufactured part rejections
communicate with suppliers and customers to work through problems and resolve cases
Manage customer complaints that result in replacements for returned products
Report out on status, risk, and efforts to recover troubled orders and jobs
Document all case activity in the central database
Leverage company technology platforms and comply with the Quality Management System
Monitor the integrity of supplier quality metrics
Interface with Engineering, Customer Care, Quality, Sales, and Shipping teams to ensure manufacturing processes are capable of customer on-time delivery and satisfaction
Effectively communicate with all key stakeholders, including suppliers, customers, and leadership
Participate and provide input on initiatives to simplify and automate complex processes
Perform all work in compliance with Xometry's quality and safety systems, policies, and procedures
Requirements:
Prior project management, supply chain, and customer service experience are required
A minimum of 3 years of related experience, preferably in manufacturing or operations
A Bachelor of Science Degree in Supply Chain, Engineering, or a technical related field is preferred
Working knowledge of and/or education, skills, and experience associated with manufacturing processes, engineering drawing requirements, and mechanical and electrical inspection methods
Capable of performing root cause analysis and identifying solutions to complex problems
A self-starter who can work independently and can drive actions to completion
Strong organizational skills and the ability to work in a dynamic environment
Able to multitask, meet deadlines, and support all supplier quality field activities
Strong communication skills (both oral and written) + ability to manage up and to the side